Open to opportunities

Jash Cuis

@jashcuis

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Senior operations professional with expertise in BPO and customer service.

Philippines

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What I'm looking for

I am looking for a role that allows me to leverage my extensive operations experience while fostering a culture of excellence and continuous improvement.

I am a senior operations professional with over 13 years of experience in the BPO industry, specializing in customer service, sportsbook operations, online gaming, and quality assurance. My career has been marked by a proven track record in launching new departments and establishing processes for start-up accounts. I have demonstrated expertise in leading cross-functional teams, achieving KPIs, and driving operational excellence.

Currently, I serve as the Interim Operations Deputy Manager at Amused Group Philippines Inc., where I oversee multi-department operations and optimize workflows to enhance operational efficiency. I lead and mentor department heads and team leads to achieve strategic objectives while managing premium VIP customer relationships. My previous roles have equipped me with the skills to implement comprehensive quality assurance programs and develop training initiatives that foster team growth and performance.

Experience

Work history, roles, and key accomplishments

Current

Interim Operations Deputy Manager

Current

Amused Group Philippines Inc.

Jan 2024 - Present (1 year 6 months)

Oversee multi-department operations, optimize workflows, and drive process improvements to enhance operational efficiency. Lead and mentor department heads and team leads to achieve strategic objectives.

Operations Management Workflow Optimization Process Improvement Strategic Planning Team Leadership

CS Team Leader

Amused Group Philippines Inc.

Jan 2023 - Dec 2024 (1 year 11 months)

Led customer service team operations, focusing on KPI achievement and business growth. Implemented comprehensive quality assurance program through regular audits and coaching.

Customer Service KPIs Quality Assurance Training Development

Customer Service Apprentice Team Manager

KMC Conduet

Sep 2021 - Jan 2023 (1 year 4 months)

Orchestrated cross-departmental calibrations with onshore teams to ensure process alignment. Managed end-to-end quality assurance program and performance monitoring.

Cross Functional Collaboration Quality Assurance Performance Monitoring Process Alignment

Customer Service Team Leader

Netsurf Media

Sep 2019 - Aug 2021 (1 year 11 months)

Led multi-channel customer service operations across email and chat platforms. Expanded business opportunities through new project initiatives.

Project Management Client Relationship Management

Customer Service Specialist

Zimitech Inc.

Nov 2016 - Aug 2019 (2 years 9 months)

Managed betting platform operations and dispute resolution. Ensured accurate and timely settlement of bets.

Betting Platform Operations Dispute Resolution Sportsbook Operations Online Gaming

Pre-Match Sports Analyst

Kambi Philippines Inc.

Feb 2016 - Aug 2016 (6 months)

Conducted comprehensive sports analysis and market monitoring. Managed real-time odds adjustment and market competitiveness.

Odds Adjustment Event Creation

Customer Service Supervisor

Bayview Technologies

Sep 2013 - Mar 2015 (1 year 6 months)

Supervised customer service team operations and performance. Managed escalated calls and quality assurance programs.

Customer Service Supervision Performance Management Customer Escalation Quality Assurance Team Leadership

Transaction Processor

ACS

Jan 2012 - Dec 2013 (1 year 11 months)

Processed transactions efficiently and accurately. Maintained data integrity and adherence to operational procedures.

Data Entry Data Integrity Administrative Support

Data Technician

SPi Technologies

Jan 2011 - Dec 2011 (11 months)

Performed data technician duties, ensuring data accuracy and system functionality. Supported various data-related projects.

Data Management Technical Support

Business Process Associate

Amdatex Inc.

Jan 2010 - Dec 2011 (1 year 11 months)

Assisted with business process operations and data handling. Contributed to process improvements and efficiency.

Business Process Management Process Improvement Administrative Assistance

Education

Degrees, certifications, and relevant coursework

Dr. Filemon C. Aguilar Memorial College

BSBA, Business Economics

Studied Business Economics, focusing on economic principles and their application in business environments. Gained foundational knowledge in business operations and economic analysis.